FAQ

Frequently Asked Questions

Below are answers to common questions about shopping with Kookie of London.

General Questions

What is Kookie of London?

Kookie of London is a clothing shop based in Pimlico, London, United Kingdom.

Where is Kookie of London located?

Our shop address is:

Kookie of London
24 Upper Tachbrook St
Pimlico
London
SW1V 1SW
United Kingdom

How can I contact Kookie of London?

You can contact us using the details below:

What are your opening hours?

  • Monday: Closed
  • Tuesday: 11:15am–6:15pm
  • Wednesday: 11:15am–6:15pm
  • Thursday: 11:15am–6:15pm
  • Friday: 11:15am–6:15pm
  • Saturday: 11:15am–6:15pm
  • Sunday: Closed

Orders

How do I place an order?

You can place an order through our website by selecting the product, size, colour, and quantity where available, then completing checkout.

What should I do if I entered the wrong delivery address?

Please contact us as soon as possible at contact@kookieoflondon.shop with your order number and the correct delivery address. We will try to help, but we may not be able to change the address once the order has been processed or dispatched.

Can I cancel my order?

If you need to cancel an order, please contact us as soon as possible. If the order has already been processed or dispatched, cancellation may not be possible and you may need to request a return after receiving the item.

Shipping

Where do you ship?

Kookie of London currently ships within the United Kingdom only.

Do you offer international shipping?

No. International shipping is not currently offered.

How much does shipping cost?

We offer free shipping on orders delivered within the United Kingdom.

How long does delivery take?

Order processing time is 1–3 business days. Transit time is 3–5 business days. The total estimated delivery time is 4–8 business days.

What days count as business days?

Business days are Tuesday to Saturday, excluding Sundays, Mondays, and UK public holidays.

Returns and Refunds

Do you accept returns?

Yes. We offer free returns within 30 days.

How do I return an item?

Please contact us before sending your item back. Returns are accepted by mail only, and customers must print the return label before sending the item.

What is the return address?

Unless we confirm a different return address, returns should be sent to:

Kookie of London
24 Upper Tachbrook St
Pimlico
London
SW1V 1SW
United Kingdom

How long does it take to receive a refund?

Approved refunds are processed within 5 business days after the returned item is received and approved. Your bank, card issuer, or payment provider may take additional time to make the funds available in your account.

Can I exchange an item?

We do not currently guarantee exchanges. If you need a different size, colour, or item, please return the original item and place a new order, subject to availability.

Payments

What payment methods do you accept?

Payments are processed through Shopify Payments. Available payment methods may include credit cards, debit cards, Google Pay, Apple Pay, Klarna, and other payment methods supported through Shopify Payments.

What currency do you use?

All prices are shown in GBP (£), unless stated otherwise.

Do you store my card details?

No. We do not store your full credit or debit card details on our own systems. Payments are processed securely through Shopify Payments and supported payment providers.

Products

Are product colours exactly the same as shown online?

We aim to display product colours as accurately as possible, but colours may appear slightly different depending on your device screen settings.

How do I choose the right size?

Please check the product details and size information before ordering. If a Size Guide is available, we recommend reviewing it before checkout.

What should I do if my item is faulty, damaged, or incorrect?

Please contact us as soon as possible at contact@kookieoflondon.shop. Include your order number, a description of the issue, and clear photos so we can review it and help resolve the matter.

Customer Support

What information should I include when contacting support?

For order enquiries, please include your order number, full name, email address used at checkout, and a clear description of your question or issue.

When will I receive a reply?

We aim to respond to customer enquiries as soon as possible during our opening hours.